Librabet Casino - general discussion (page 11)

Hello,

Unfortunately, it's still just "your money will definitely be paid out soon." But nothing actually happens.

And I didn't know about the 14 days, I'm sorry!

Do not worry about it at all. It is our standard procedure in all the complaints. Our team is unable to intervene any earlier, unfortunately.

Now let's see if they will move forward with it by Monday and pay your winnings, yeah?

I got my money 🙂 Thanks for your help anyway!

Congratulations, and you're welcome.

Do you think you'll stay here to play? 🙂

So I'm still playing there and I have another payout pending... But I'm checking to see if there are better sites, since Merkur games aren't offered there anymore and I always used to play those.

Are you an avid fan of Merkur Games? If you find a decent casino with those games, please share with others. I recall a few people had asked in the past...

Thank you, and I'm glad you received the money.

TIMELINE OF EVENTS:

1. Winning 17 000€ on 7.2.2026
2. February 15, 2026 5x cancelled 500€ withdrawals later: My withdrawal of €500 was once again cancelled. Agent X informed me that "withdrawal was cancelled because the verification of your gaming account is required" and instructed me to upload documents via the verification section.
3. February 15, 2026: I immediately attempted to upload verification documents, but discovered that the Verification section of my account displays the message: "At the moment your account does not require Verification" with status "Not verified!" — and provides NO option to upload any documents whatsoever. I reported this issue immediately.
4. February 15-17, 2026: I have contacted support team repeatedly through multiple channels: Email exchanges with agents: X, Y, Z, X2, Y2, Z2, and X3.  
5. THREE separate live chat escalations with agents: A, B, and C
6. Every single agent has given the same response: "forwarded to the relevant department"
7. Agent X confirmed on live chat that the withdrawal block is an "administration's decision"
8. NO agent has been able to resolve the issue or provide a specific timeline
9. February 18, 2026: After 11 days, my €17,000 balance remains completely inaccessible. Not a single withdrawal attempt has been processed.

THE CORE PROBLEM:

Platform has created a contradictory and impossible situation:

- they require verification to process withdrawals

- But Verification page explicitly states my account "does not require Verification" and provides NO document upload functionality

- This means I am unable to comply with requirement, through no fault of my own

- Meanwhile, all my funds (€17,000) remain frozen

This is not a technical glitch — this is a systemic failure that prevents me from accessing my own funds while simultaneously making compliance with stated requirements impossible.

So, did the casino inform you that you have to send documents for verification? By email, perhaps?

Are you still able to log in to your account even though the funds are frozen, though?

I'm great, thank you for asking.

Kubo should reply within the timer; do not worry. Your complaint has been looked over as have many others.

Please stay patient.

Until last year, they were very serious and punctual, but then they changed managers both there and at Viphive, and things went downhill. Payments, which were supposed to be prompt, became very slow, and the problems depositing money into my gaming account were enormous, due to probable blacklisting by Visa and Mastercard. The help chat is useless and powerless. They closed my account, and I still had a substantial cashback claim. That's why I filed a complaint here on Casinoguru.

Hello, I'm sure my colleagues will try to investigate anything related to fair approval based on specific rules applied to you. I appreciate you sharing your observation and hope there is a way to accept your claim. Would you keep us posted, perhaps? Complaint threads are separate from the forum, making it difficult to track players, but I'd like to stay in touch.

Certainly !!!

Thanks in advance for your efforts. Let's hope something can be done about this cashback situation. 🤞